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The call center and practices are frequently overwhelmed with calls from patients asking to schedule or reschedule their appointments, get medical records, and other tasks that can be serviced through the website.
The overwhelming amount of calls makes it difficult for office workers to complete other tasks and creates long waits for other callers and patients, creating a lot of frustration. The number one complaint we receive from patients is about call wait times.
Many of the calls being fielded by the call center and offices can be serviced through the website, while we don’t want to divert every caller to the website, we want to make it easier for patients to find and utilize the self-service options available.
I began by looking at the task flows for self-service options to identify any potential barriers and opportunities for improvement. The navigation was identified as the biggest barrier to the utilization of our self-service options.
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Looking at behavior flows, bounce rates, and appointment scheduling rates. I defined task flows and identified opportunities to simplify those and make navigating those options easier.
Priorities:
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Average traffic growth of 25% to target pages Find a Doctor, Patient Portal, and Online Scheduling.
Online scheduling each month almost doubled for doctors accepting online scheduling.
This case study is short and sweet, right?
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